Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. The number two thing was customer retention.

Customer Experience 153

Customer Experience Artificial Intelligence Gambling AI 153

Helpt

AUGUST 25, 2023

Let's delve into why cutting corners on tech support isn't just a bad idea—it's a risky gamble that could cost you more than you'd ever want to bet. Customer Retention: Poor customer experiences due to tech issues can lead to lost sales and declining customer loyalty, creating a long-term revenue drain.

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52

Beyond Philosophy

NOVEMBER 11, 2014

Procter & Gamble learned the lesson that getting the habit wrong could mean the difference between fail and success of a product launch. When launching Febreeze initially they targeted people with odour problems at their homes.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Intercom, Inc.

DECEMBER 10, 2019

This is a common process for teams new to working on outcome-based projects, and the risk is that without first validating the hypothesized problem, you’re essentially gambling with your product development. They were focused on improving a key business metric: 12-month net revenue retention. And for a project like this, that’s okay.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. Customer Retention Begins With Trust article. Customer Retention Strategies webcast (18:37).

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

Callminer

JULY 30, 2020

The #1 reason these customers switch brands is that they feel underappreciated and don’t believe the company cares about them. You should have processes in place to handle customer service complaints so that your reps aren’t put on the spot. Dennis Vu is the CEO and Co-founder of Ringblaze.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265